Poor service from Makro Online customer care

I log a request with Makro Online customer services beginning of January so that my broken juicer could be replaced but up to now, nothing has happened. The customer service has been promising me to come and fetch the juicer and take to the supplier but up to now, they haven't fetched it. I asked them if I can take it to the nearest Makro and was told that if its an online purchase you can't take it they will send someone to collect. One of the customer service even promised my wife to call back with the details of when the item will be fetched but its now a week and nothing has happened, no update nothing.

The customer service doesn't care about their customers at all. The least they can do is to follow up and arrange someone to fetch the juicer so that it gets replaced.